Portfolio Client Relationship Manager

Job Title

Portfolio Client Relationship Manager

Job Description Summary

The purpose of this role is to ensure the manner of delivery of our contract services meets both the requirements of Property & Development NSW and all Client Agencies.

Job Description

The Cushman & Wakefield / Property and Development NSW account team is responsible for the delivery of a range of property and facilities management services across Property and Development NSW and its various clusters and agencies. The nominated portfolio consists of freehold and leasehold properties across New South Wales (NSW). The delivery includes property and facility management, procurement exercises, minor churn, environmental and associated financial management services.

Customer experience is fundamental to Cushman & Wakefield’s delivery for Property and Development NSW. This requires an experienced, aligned, adaptive, and customer-focussed strategic partner that can safely and competently deliver our management services and we are seeking motivated individuals to join our team.

The Portfolio Client Relationship Manager will support the Senior Portfolio Client Relationship Manager and Account Director in ensuring there is continuous collaboration and open lines of communication between all Client Agencies, PDNSW and Cushman & Wakefield stakeholders to provide seamless service delivery.

The purpose of this role is to ensure the manner of delivery of our contract services meets both the requirements of Property & Development NSW and all Client Agencies. It is integral to support and continually improve a way of doing business that sets Cushman & Wakefield apart from the competition and promotes operational excellence.

This role is located in C&W’s Sydney office but is expected to regularly meet with PDNSW stakeholders and Client Agency leads and may require some travel throughout NSW to visit client locations.

About the Role:

• Provide a single point of contact for select Property NSW and Client Agencies in relation to their property portfolio
• Develop a deep understanding of the nuisances of relevant each Client Agency
• Develop and maintain key stakeholder relationships with appointed Client Agencies
• Work collaboratively with the account/service delivery team to deliver tailored property/portfolio management services that identify the different needs of Client Agency assets
• Keep Client Agencies and stakeholders informed of potential impacts
• Actively manage an effective engagement plan
• Facilitate the communication of up-to-date information regarding business or structural changes, priorities or issues that affect the delivery of account services
• Champion and support the C&W account team in all interactions
• Support the continued improvement of Property NSW and Client Agency satisfaction levels
• Develop collaborative and effective relationships across the C&W account team

• Ensure face to face meetings are conducted with clients and nominated stakeholders as required
• Ensure key contractual deliverables are met including but not limited to annual plans/reports, business reviews and service delivery optimisations
• Contribute to the delivery of monthly reports with analytics and insightful commentary and aligned with contractual obligations

About You:

• 2+ years’ experience in a relationship focused role, with experience in property, facilities or construction
• Experience in building long-term sustainable client relationships
• Experience meeting client satisfaction and performance expectations
• Excellent communication and interpersonal skills.
• Strong client focus and customer experience mindset essential
• Tertiary level qualifications in a property related discipline are desirable
• Excellent interpersonal skills
• Excellent communication, writing and presentation skills
• Planning, organising and time management skills
• Problem-solving skills and good judgement

Why join Cushman & Wakefield?

We’re committed to providing work-life balance for our people in an inclusive, rewarding environment.
We achieve this by providing a flexible and agile work environment by focusing on technology and autonomy to help our people achieve their career ambitions. We focus on career progression and foster a promotion from within culture, leveraging global opportunities to ensure we retain our top talent. We encourage continuous learning and development opportunities to develop personal, professional and technical capabilities, and we reward with a comprehensive employee benefits program.

We look forward to hearing from you soon! Our current Cushman & Wakefield Workplace Policy stipulates that access to all Cushman & Wakefield controlled Workplaces will require you to be fully vaccinated against COVID-19, with limited exceptions. (All employees are required to have received at least 2 doses of a COVID-19 vaccine.)

As an equal opportunity employer, Cushman & Wakefield encourages Aboriginal and Torres Strait Islander and female candidates to apply. Cushman & Wakefield promotes safety at all times.